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4 Takeaways: Google Hangout on 2017 CX Trends

Last week, Fonolo hosted yet another insightful Google Hangout discussing the biggest customer experience trends for 2017. This fabulous panel of experts discussed why the customer experience deserves even more attention and investment in the New Year. To save you some time, we’ve extracted video snippets showcasing highlights from the discussion.

How will Self-Service Impact Other Channels?

Customers are less interested in long service interactions, including navigating a difficult IVR menu or waiting in a queue to be connected to a phone agent, so they are increasingly turning to self-service as the easiest path to resolution. By 2020 self-service tools will be tailored to help customers solve problems by themselves.

Listen to the panel as they discuss how self-service will impact other channels.

What Advice Would You Give a Company on Bots and Conversational Commerce?

When Facebook announced that it was opening up its Messenger platform to automated interactions, or “bots”, the media hype went into overdrive, and many are saying that chatbots will get their time in the sun through the 2017 year.

Listen to the panel as they discuss if bots will hit their prime.

The Importance of Providing a Safety Net

What happens when one channel fails and the customer is forced to go to another channel? The experience can get quite frustrating if companies don’t have a process in place to easily transition customers between channels.

Listen to the panel as they discuss the best practices that companies can use to properly put a safety net strategy in place.

How Can Businesses Improve Voice Interactions?

According to Gartner, by 2017, one third of all customer service interactions will still require the support of a human (compared to 60% in 2014). However, that doesn’t change some of the things that customers hate about phoning into a call center. Although the number of calls are declining, the calls that do come in are said to be more important.

Listen to the panel discuss how businesses can improve voice interactions in the coming year?

Conclusion and Final Remarks

Take note at what the panel has to say as we wrap up this highly interactive conversational debate.